Serra Toyota of Decatur
Reviews and Complaints

This dealership was the worst experience ever! They act like they're giving you a good deal, but they're actually ripping you off. They have the same car listed online for way less. You better double-check if they say they've detailed it because their idea of detailing is not thorough. They seem nice until the deal is done, then good luck getting anyone to answer the phone for any issues. And if you do get someone, they lie and each person tells you something different. And if that's not bad enough, they call and bother you about the issues they were supposed to handle, but they won't listen to you. And just when you think it can't get worse, parts under the car start hanging down and making loud noises. If they inspected the vehicle, why would this happen, especially since it's hardly driven? If I drove it more, this would've happened right after I bought it. Now I might have to spend hundreds of dollars on repairs. What a nightmare!

On November 22, I bought a Jeep Renegade from Serra Toyota of Decatur. They only gave me 1 key-less key fob instead of the 2 that I was supposed to get. I asked them about getting the second key, but they haven't given it to me yet. I'm really mad about this situation.

I bought a 2020 Toyota Camry on Feb 10, 2020. The next day, Feb 11, 2020, I asked the dealership to cancel the service contract that cost $2999.00. I'm 78 years old and I need some assistance. The vin # of my car is 4T1F31AKXLUXXXXXX. I have a cancellation form dated 2/11 and the car had only 30 miles on it. I spoke with the sales manager, Mr., and they made me wait for two more weeks. It seems like they are intentionally trying to delay the process.

I went to Serra Toyota on 05/02/2022 'cause my right front tires was losing air and they said nothin' was wrong with 'em, but I needed new tire sensors. I told 'em my tires were still under warranty and where I bought 'em. I got my car back and the next day, bam! Flat tire. So I took it to another tire place and they found a hole in my tire. I had to buy a new one from there. I called *** in Hernando, MS, where I got the tires, and they said my tires were covered under roadside hazard warranty and Serra Toyota in Decatur should cover it.

On 12/10, I placed an order on Serra Toyota of Decatur's website. The order was shipped on 12/14 and delivered on 12/16. However, upon receiving the item, I noticed that it was damaged. I immediately contacted the business via email on 12/16 and sent them pictures as proof.

To my disappointment, it took them until 12/21 to respond. Their response stated that they often receive items in a similar condition as shown in my pictures, and their technicians usually straighten or discard the damaged parts. They attributed the damage to the weight and handling during shipping.

I want to emphasize that I did not purchase the item expecting it to be pre-damaged or faulty. Therefore, on 12/21, I called the business and requested a replacement for the damaged item. However, much to my dismay, they refused to replace it.

Overall, I am dissatisfied with the customer service provided by Serra Toyota of Decatur. Despite the clear evidence of the item being damaged upon arrival, they have failed to take responsibility and offer a suitable solution.

Serra Toyota website. The Nissan Sentra's price was crossed off and says get "e-price" (to get "e-price, you have to submit your personal information). I wanted the e-price, which is presumably better than the price they crossed out. Not so fast! They texted this morning and asked if they could help. I inquired about the Nissan. Can you please give me more information. "Oh, that's at our sister company. Do you want that car, or something in that price point?" I finally call again @ 2pm to inquire about Sentra. "I'm sorry. I got busy. I'll try again. Unfortunately, It's sold." Keep in mind, it's still up on the website and they are getting people to inquire about a special "e-price" for a vehicle that is UNAVAILABLE. It's a ploy to get people to submit info and sales folks can lead them toward other cars at their dealership. It's false advertising. At the very least, misleading. Simply unethical.

I was lookin for a car for my daughter and I found one on Serra Toyota's website. The Nissan Sentra's price was crossed off and it says get "e-price" (to get "e-price, you gotta submit your personal info). I wanted the e-price, which is prolly better than the price they crossed out. But hold up! They texted me this mornin and asked if they could help. I asked about the Nissan. Can you gimme more info please. "Oh, that's at our sister company. Do you want that car, or somethin in that price point?" I finally call again @ 2pm to ask about Sentra. "I'm sorry. I got busy. I'll try again. Unfortunately, It's sold." Keep in mind, it's still up on the website and they gettin people to ask about a special "e-price" for a car that ain't AVAILABLE. It's a trick to get people to give info and sales folks can steer them toward other cars at their dealership. It's false advertisin. At least, it's misleading. Just plain wrong.

I ordered something from Serra Toyota of Decatur on 3-23-22. They told me it might take up to 14 days to ship, but it's been 114 days now and still no sign of my order. I've tried reaching out to them, but they haven't replied. In June, I tried to update my email address on their website since my ISP changed, but it wouldn't let me. So, I called Eric in the online parts department on 6-12-22 to give him my new address. But instead of helping me, he started lecturing me about how busy he is and how many orders he handles. He even suggested I cancel my order. I tried to explain that I wasn't complaining about the wait, but he didn't seem to care. I sent him an email that same day, but still no reply. I've never complained before because I thought it was just a supply issue. But last week, I ordered some of the parts I needed from a different Toyota dealer and got them this morning. What's going on with Serra Toyota of Decatur? Is this some kind of scam?

I bought a brand new 2018 4Runner from Serra Toyota Decatur, but the Hands-Free feature doesn't work. The Service Manager refuses to fix or replace it under warranty. On the same day of purchase, I realized that the hands-free function was not functioning properly. I went back to the dealership, and the Service Advisor confirmed the issue. They discussed it with the Service Manager and replaced the right speaker, but it didn't improve the reception. I had to return the vehicle multiple times, and each time the Service Advisor told me that they needed to order a new system. However, they always claimed to have fixed the problem, which was not true. This happened five or six times. During one of my last visits, I insisted that the system be repaired. I waited for 7 hours, but it still wasn't fixed. During my most recent visit, the Service Manager once again claimed that it had been repaired. We took it for a test ride, and once again, it was not working properly. I went back and met with the Service Manager again. He listened to a phone call I made and a voicemail on my phone. His response was, "Toyota has had problems with this batch of systems. We have tried to fix it, but this is the best reception you're going to get. The system is under warranty, but Serra Toyota Decatur refuses to replace it." I was treated well by the Sales Representative, but the Service Manager has been absolutely terrible. He knew it was a problem from day one, so why did he only replace one speaker? I demand that this system be replaced under warranty.

On 12/18, the sunroof in our Sequoia went kaboom! We filed a claim with insurance and brought the truck to Serra Toyota of Decatur on 12/27. When my wife dropped off the truck, she told them about the glass stuck under the headliner and how it needed to be removed to get rid of all the shards. They took the truck and fixed the sunroof by 12/31, but they said they couldn't let us have it until they got the check from insurance. Finally, on 1/5/2022, they called us and said they got the check, so we could come and get our truck. My wife went to pick it up and guess what? There was still glass everywhere in the headliner and map lights. And when she opened the sunroof, it was slow and made a weird grinding noise. They claimed they cleaned the truck and blamed the leftover glass falling from the sunroof tray. But they said they would take it back and clean the headliner and check the sunroof. I had to call and check on it myself on 1/8/2022. They told me they had taken out the headliner and found out we needed new cables for the sunroof due to glass damage. They said they were gonna call our insurance for more money to fix it. I talked to Cody, our insurance agent, and he said he sent a check to cover the whole sunroof assembly, not just the glass. But here we are on 1/13/2022, and we keep calling the dealership to ask about progress. And all they keep saying is they're waiting for our insurance to call them back.

Serra Toyota had a sale and I ordered on 3/18/2022, #*** and 3/19/2022, #***. They sent robot emails saying it would take 2-4 working days to ship. Most orders ship within 24 hours, but some special orders may take up to 14 days. If they can't meet the time frame, they'll contact you. I emailed *** on 3/30/2022 to ask about the status. He said it would be processed late the following week and sent out. On 4/19/2022, 20 days later, I still hadn't received any notice. I emailed *** again and he said the original PayPal payment was cancelled due to no activity. I needed to provide another payment form. On 4/21/2022, I spoke to *** and gave him my credit card info. He said they should be able to process and send the parts out the following week. Two more weeks passed with no response or tracking info. I emailed *** on 5/7/2022 and called *** on 5/9/2022, but neither responded. Other customers are having the same problems: https://www.resellerratings.com/store/Serra_Toyota_of_Decatur. They shouldn't treat customers like this and should be held accountable for their business practices.

Mr *** finance manager did not cancel my service contract and it's been almost over 5 months, said it should reflect on the bill soon. I bought a 2020 Toyota Camry TRD wind chill pearl white on Nov 4 2019, got the car at 154 miles and at 200 miles a few days later, I asked dealership finance manager, Mr *** to cancel my extended warranty service contract $2092. Month after month every week I checked my account and still the money haven't been refunded back to my loan. I've politely called him multiple times and also given him my email so he could email me a copy of the service contract cancellation form we signed. He said he'll email it to me by the end of the day. Next day he still haven't emailed me so I stopped by after work drove one hour to find him looking through paper saying that he's already mailed the paper in so he doesn't have a copy. When he went back on their site it still shows active, I've attached that document in pdf of what he only printed for me. He then says wait another two weeks, he keeps on delaying me but much worse, I've waited over 5 months and it's still active and not refunded. I've been so patient and polite with him after all my actions he hasn't honored the cancellation and refund which is still incurring interest on that extra $2092 financed for the service contract we cancelled. Got on ComplaintsBoard.com to file a complaint and saw a review that has the same exact scenario as me on 03/13 and was resolved only three days later of the complaint 03/16 in which case the person got their $2974 refunded back to their financial loan. My car's vin # is 4T1NZ1AK9LUXXXXXX. Please help me resolve this issue because it seems at this point they don't even care for a minute after they sold me the car.

I ordered some parts from Serra Toyota on 3/21/2022, order #*** for $111.72. I checked the shipping terms before ordering and got an automated email that said it would take 2-4 working days to ship, and up to 14 days for special orders. If there were any issues, they would contact me. I waited patiently, but there were no updates. So, on 4/19/2022 (29 days after ordering), I called to check the status. They told me I needed to talk to the parts manager, but he wasn't available at the time. They said my order should ship soon though. I emailed the parts manager, ***, on 4/25/2022 (35 days after ordering), asking for an update. I explained that my car had been on *** stands for a month waiting for these parts. But I didn't get a reply. I emailed again on 5/2/2022 (42 days after ordering), and this time I got a short reply. The parts manager said he couldn't tell me when he would have time to ship my order. He also said I could cancel if I wanted to, but I would lose the promotional discount from Toyota. I replied that I wanted my parts. It's now 6/7/2022 (78 days after ordering), and I still haven't heard anything back. I've seen other reviews where they are still taking new orders and shipping them within a few weeks, even though I paid for my order 2.5 months ago. It seems like they prioritize larger orders over smaller ones. This seems shady and dishonest. I've read many complaints, and I'm starting to wonder if my order will ever ship. It feels like they've left their customers in the dark. If they're so busy with the Toyota promotional sale, they should have used some of that money to hire more people and speed up the process. It's been 2.5 months since they charged my credit card. It seems like Serra Toyota doesn't care about customer service after the sale. They care more about their profits than their customers' time. We just want our parts so we can get our car running.

On 9/23/2022, I contacted Serra Toyota to ask about cars they had. I talked to *** about what cars they had. ***, sent me pictures of the cars through text. I was out of state working at the time, so I told *** where I was and that my fiance would go see the cars. *** said it was okay. When my fiance got there, they met with *** instead of ***. After my fiance test drove the cars with ***, they talked to ***. *** told her that there were two cars on the way that we might like. *** also texted me about the two cars and their prices. At first, I was talking to ***, but he told me I would be working with *** from now on because he was starting a new job. He said that he was training *** well and that we would communicate effectively. When we talked to both *** and *** about the cars on the way, they said we needed to put down at least *** and fill out an application before we could buy one of the cars. We put down the *** like they asked. The next day, on 10/24, I called *** to ask about the *** and where it would go. *** said, "You can use it for the car purchase or get it back when you sign." I asked if I would get the money back if I didn't buy the car. *** said we would get our money back. On 10/15, *** called me about the cars arriving. I couldn't agree with the dealership and asked for my *** back. Then, *** called me and said I couldn't get a refund because they ordered the car specifically for me. I told *** that the car was already on the way before I asked about it. *** said, "It wasn't and I have proof." The dealership won't give me my ***.

Dealer said car passed 120 point checklist before selling. Serviced twice, but no repairs done. Had issues with dealer. Bought a 2014 Camry SE on 5/4. On 5/8, manager said boss wouldn't allow the deal, had to bring car back. Never got copies of signed paperwork. Manager said printer was down. Asked for copies multiple times, still haven't received them. I signed a document saying salesperson didn't lie about the car and another saying dealer only had to wash and fill the tank. Before buying, I expressed concern about high mileage and unknown mechanics, but was assured it passed the checklist. After buying, found out the head unit was bad, couldn't use Bluetooth or phone. Steering wheel was off center and needed alignment. Vibration in front got worse. Checked car thoroughly, looked good. Salesperson only allowed test drive around dealership, not on the interstate. Sound in the back was faint, missing fuses. Promised repairs were not done before selling. Finance manager was helpful, promised free repairs and rental car. Still waiting for paperwork. Took over a week to get rental car. Dropped off car on 5/17 and 6/6 for oil change, but had to wait a long time. Car still had alignment issue, vibration, and bad sound after service. Checklist still not done, speakers and amp still bad, vibration worse. Tune-up not done at 144k miles.